# SOP 11 · Customer returns and exchanges

Opened cannabis products cannot be resold. A product returned because it is defective, such as a vape cartridge that will not fire or a leaking cartridge, is exchanged for the same item if the customer has the receipt.

Returned product goes into the returns bin in the vault, is logged with the reason and the package tag, and is later destroyed under SOP 16. Never put a returned item back on the shelf.